Director of Product, AI Customer Experiences

Remitly

Seattle, WA

Full Time

Director

200k-250k

1 day ago

Job Description

About the Role

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

Key Responsibilities

Set vision & OKRs for AI customer experiences that move important metrics such as successful money-sent conversions, CSAT and cost-to-serve.
Define and sequence product roadmaps that use platform capabilities (orchestrator, agent, ML models, multi-channel infrastructure) to ship new remittance journeys quickly.
Create the product vision, OKRs and roadmap-sequencing "10 ×" scale features and 0-1 bets.
Define metrics, experiments and telemetry to prove product-market fit and growth hypotheses.
Instrument PLG funnels (signup, activation, habit, expansion) and increase by A/B tests and in-product prompts.
Understand immigrant customers' jobs-to-be-done through qual/quant research, journey analytics and in-market testing.
Lead a "mini-business" (PM, Engg, Design, Data, Ops, Marketing, Finance, Legal & Compliance).
Ensure experiences are compliant with KYC/AML, FX and regional payout regulations.
Create go-to-market strategies with Marketing and Customer Success; measure impact through A/B tests, funnel analysis and LLM quality metrics.
Partner with regional Growth & Marketing teams on creative that resonates in local corridors and communities.
Represent the product with senior leadership, promoting AI best practices and influencing company-wide priorities.

Requirements

7+ years of product-management experience with 3+ years building support or CX platforms.
Record launching AI- or chatbot-driven support experiences at global scale.
Fluency in LLMs, dialog management, knowledge-graph tooling, and support measurements (deflection %, FCR, CSAT).
Comfort marrying qualitative insight with SQL-level quantitative analysis; you tell the story behind the numbers.
Bias for rapid, iterative delivery in Agile/Lean environments.
Experience scaling multi-modal interfaces (voice, chat, vision) and new "surfaceless" paradigms (RCS, embedded SDKs).
Multilingual market exposure and understanding of regional customer needs.

Nice to Have

Experience with building or supporting AI-powered customer experiences.
Knowledge of regional customer needs and multilingual markets.

Qualifications

Educational background is not explicitly specified but implied to require significant experience in product management and AI support platforms.

Benefits & Perks

Flexible paid time off
Health, dental, and vision + 401k plan with company matching
Paid parental, medical, military and family care leave
Mental Health & Family Forming Benefits
Employee Stock Purchase Plan (ESPP)
Continuing education and travel benefits

Working at Remitly

Remitly is committed to nondiscrimination across its global organization and in all business operations. They value diversity and are dedicated to creating an inclusive environment for all employees.

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